Medical board FNB deduct twice do not want to refund

I am medical board due to illness. Loan department contact me a few time regarding my loan what is in arrears every time I explain to them all my documents handed in by FNB Life they are busy with my insurance claim but nobody put this on the system all the time I also told them go and listen to the conversation my nett salary is R10900 they deduct twice the loan amount what is almost R10000 due to this I received notice by owner where I rent to move out. I expect FNB to refund me with both amounts. How can I help you you must change this. That not that I ignore this the insurance are busy